Staff Customer Experience Strategist

Overview

We are seeking two exceptional Staff Customer Experience Strategists to elevate the experience for Intuit's expanding Workforce Solutions portfolio, including Advanced Payroll, HR & Worker Management, and our new Administrative Services Organization (ASO). These roles sit at the intersection of AI-powered innovation and human expertise, with a drive to make complex workforce management experiences simple, effortless, and trusted, whether you're a small business running your first payroll or a growing mid-market company managing a complex workforce.

We are seeking two exceptional Staff Customer Experience Strategists to elevate the experience for Intuit's expanding Workforce Solutions portfolio, including Advanced Payroll, HR & Worker Management, and our new Administrative Services Organization (ASO). These roles sit at the intersection of AI-powered innovation and human expertise, with a drive to make complex workforce management experiences simple, effortless, and trusted, whether you're a small business running your first payroll or a growing mid-market company managing a complex workforce.

As part of the GBSG Customer Success team, you will own the End-to-End (E2E) experience design for critical Workforce Solutions and ASO flows, directly supporting Intuit's Transform Foundational Experiences pillar. A core part of this role is ensuring that as customers scale, from small business to mid-market, the experience scales with them, removing friction at every stage of growth. You'll champion the voice of business owners navigating some of the highest-stakes decisions they face: paying their people, staying compliant, and managing their workforce without the cost of dedicated in-house experts.

Reports to the GBSG Services Senior Customer Experience Manager.

Locations:
Mountain View, CA / San Francisco, CA / San Diego, CA / Tucson, AZ /

Strategic Thinking & Business Partnership

• Translate Intuit's Workforce Solutions strategy into actionable CX programs, with a focus on the Foundational Experiences pillar, targeting the top friction areas across Payroll setup and run, Worker Management, and Administrative Services Organization onboarding across the SMB and mid-market segments
• Design and advocate for experiences that scale with business growth, ensuring customers at every stage of their journey can move up-market within Intuit's Workforce (WFS) product ecosystem without friction or disruption
• Stay close to the competitive landscape for HCM, payroll, and employer services to inform differentiated, best-in-class customer experiences
• Deeply understand and clearly articulate the highest-priority WFS/ASO problems and opportunities, both near-term fixes and longer-term bets, and apply prioritization frameworks to focus the team on the work with the greatest customer and business impact.
• Serve as the primary CX business partner to WFS and ASO Product, Engineering, and CS leaders, educating and championing E2E experience improvements that drive NPS, retention, and services adoption
• Support Intuit's Done-For-You AI + Human Intelligence Expert Services vision by designing experiences that meet customers where they are and seamlessly connect AI capabilities with human expertise

Customer Insights & Understanding

• Build a deep, data-driven understanding of SMB and mid-market employer and employee behaviors, pain points, and goals within Payroll, Worker Management, and ASO workflows, with a particular focus on how needs evolve as businesses grow
• Own the Voice of Customer (VOC) Feedback Loop for WFS/ASO: aggregate quantitative and qualitative signals across listening posts (support cases, CES, NPS, community, escalations) to identify systemic friction and opportunities
• Build and maintain E2E customer journey maps for critical WFS flows (first payroll run, compliance management, ASO onboarding), defining clear "as-is" and "to-be" states across the growth continuum
• Apply customer insight to define target-state experiences and requirements that support the Effortless Critical Flows workstream and Broken Windows remediation
• Lead research and experimentation to validate hypotheses and drive solutions grounded in real customer behavior

Driving Action Through Storytelling

• Build compelling, data-driven narratives that connect WFS/ASO CX initiatives to business outcomes: NPS improvement, call deflection, and customer retention across SMB and mid-market segments
• Synthesize VOC data, operational metrics, and journey insights into business cases for change, clearly articulating customer, employee, and shareholder impact
• Communicate and influence across Product, CS, Risk, Finance, and executive leadership to drive alignment and action
• Facilitate cross-functional collaboration to ensure CX recommendations are prioritized, resourced, and executed

Operational Excellence & Change Leadership

• Build and improve CX processes, frameworks, and tools specific to WFS and ASO experience programs
• Partner with Customer Success, Product, Risk, and…